Operations Associate

Founded in 2019, Phoenix is building the most trusted telehealth platform in Canada, making specialist healthcare accessible to every Canadian, wherever they are. Our platform breaks down barriers to care, empowering patients to take control of their health with personalized treatment options and the guidance of licensed providers.
If you thrive where big ideas turn into real impact, you'll fit right in here. We're a team of creative problem-solvers who move deliberately and collaborate in person, because we think the best work happens that way. At Phoenix, you'll find autonomy over your work, people who care about each other's success, and a mission that's making healthcare better for Canadians.

We're searching for a sharp, resourceful Operations Associate to help Phoenix scale our clinical operations across two licensed pharmacies, a growing medical provider network, and multiple product launches in 2026. You'll support senior operators on high-impact projects, turning operational challenges into clear processes, scalable systems, and patient-centered solutions.

This role is perfect for someone early in their career who loves problem-solving, thrives in ambiguity, and wants to learn how a fast-growing telehealth company delivers exceptional patient care at scale.

Clinical Operations & Medical Provider Management:

• Own end-to-end medical provider workflows including onboarding, performance monitoring, and communication coordination

• Manage medical provider SLA tracking proactively, identifying gaps before they impact patient experience

• Support clinical program expansion by coordinating medical provider readiness, training materials, and operational handoffs

• Act as the operational liaison between Clinical Operations, Customer Experience, and Pharmacy teams

Program Launch & Cross-Functional Coordination:

• Support clinical readiness for new product launches and strategic initiatives

• Coordinate with third-party vendors, shipping carriers, and laboratory partners

• Own workstream execution for operational initiatives, partnering with senior leaders on scope, timelines, and delivery

• Represent Clinical Ops in cross-functional meetings and ensure alignment across Product, Engineering, CX, and Pharmacy

Operational Excellence & Process Improvement:

• Build and maintain SOPs, operational documentation, and knowledge systems that scale with the business

• Identify patient experience gaps and operational inefficiencies, then partner with senior team members to develop solutions

• Own inventory tracking, shipping distribution monitoring, and operational dashboards using tools like Lightdash

• Manage complex clinical CX escalations that require operational judgment and relationship context

Strategic Problem Solving & Analysis:

• Assist senior team members in breaking down ambiguous operational problems into structured frameworks and action plans

• Use Excel/Google Sheets (and ideally SQL or BI tools) to analyze operational datasets and extract insights

• Help prepare presentations, briefs, and analyses for leadership discussions and strategic reviews

• Conduct research on competitors, digital health trends, and regulatory changes relevant to clinical operations

Documentation & Reporting:

• Create clear, actionable communication for internal stakeholders including leadership updates and operational summaries

• Help design lightweight dashboards and produce recurring reports that keep teams informed

• Maintain project tracking in Linear and operational documentation in Notion

• Fully take on provider workflows, inventory tracking, and SOP ownership

• Independently manage Medical Provider QA and communications

• Own shipping carrier coordination and third-party partner onboarding support

• Ship work without pre-review, demonstrating judgment and autonomy

• Own end-to-end program launches including clinical readiness and cross-functional coordination

• Act as the operational connective layer between MedOps, CX, and Pharmacy

• Proactively identify and address patient experience improvements

• Manage vendor and third-party relationships with increasing independence

• Experience: 0–3 years of experience in operations, business operations, consulting, strategy, analytics, or a related field. Experience in tech, healthcare, or startups is a plus but not required.

• Structured Thinking: You enjoy breaking down ambiguous problems, building frameworks, and synthesizing information into clear insights.

• Analytical Mindset: You are comfortable working with spreadsheets and analyzing datasets. Excel proficiency is required. Experience with SQL or BI tools is helpful but not required.

• Strong Communicator: You can translate complex operational challenges into simple narratives. Your written and verbal communication is clear, concise, and tailored to your audience.

• Organized and Reliable: You manage multiple workstreams, keep projects on track, and maintain high attention to detail in fast-moving environments.

• Collaborative and Proactive: You work well across teams, ask thoughtful questions, and actively seek to understand how different parts of the business fit together.

• Bias Toward Action: You take ownership, drive projects forward, and enjoy building new processes or improving existing ones. You ship work that's 90% ready without constant review.

• AI-Forward Mindset: You're comfortable working alongside AI tools and understand when to leverage automation versus when human judgment is essential. You're curious about how AI can improve operational workflows.

• Comfort With Ambiguity: You thrive in a fast-paced, evolving environment and can make judgment calls with incomplete information.

• Patient-Centric Thinking: You naturally think about the patient and patient experience at the operational level. You understand that much of this work requires human availability, judgment, and relationship context that cannot be automated.

• Interest in Digital Health: You are curious about the telehealth landscape and enjoy learning about clinical workflows, regulatory environments, and healthcare delivery.

• A Rewarding Mission: Through our asynchronous care model, Phoenix is reimagining patient-centric care for Canadians across the country by making diagnoses and treatment delivery faster, more accessible, and completely discreet.

• Impact & Autonomy: You’ll work directly with passionate, experienced leaders who’ve seen the ups and downs of building a business and genuinely care about your growth. You won’t just execute — you’ll help shape the future of Phoenix and Raven.

• Collaborative In-Office Culture: Based in the heart of downtown Toronto, our HQ team comes together on-site five days a week to build fast and push what’s possible. We love the fast feedback loops, spontaneous brainstorms, and actually knowing the people we work with. Bonus points if you’re into the occasional foosball tournament or have strong opinions about the best lunch spot in the neighbourhood.

• Competitive Pay, Real Benefits: Our compensation bands are backed by real market data, so offers are competitive and fair. Our benefits package includes standard healthcare coverage, a remote-first holiday season, and holistic wellbeing support — such as a wellbeing allowance and flexible additional time off to care for loved ones, support mental health, observe meaningful religious and cultural holidays, or when life just happens.

Thank you for your interest in joining the Phoenix team! While we are lucky to attract a high level of interest in each of our roles, only candidates selected for an interview will be contacted.

Phoenix is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Phoenix uses artificial intelligence (AI) to help review applications and screen resumes during the early stages of our hiring process. These tools assist our recruitment team, and all final hiring decisions are made by real people — not by automated systems.
Phoenix will only contact applicants using a @phoenix.ca email address or a verified LinkedIn account. We encourage applicants to be vigilant in responding to inquiries from unverified sources.